ch06 final hr
TRANSCRIPT
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Communication, Coaching, andConflict Skills
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What is Communication?Communication is the process ofconveying information and meaning.
Effective communication involves theability to transmit and receiveinformation with a high probabilitythat the intended message is passedfrom sender to receiver.
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What is Communication? The sharing of information between individual or
groups to reach a common understanding in order
to accomplish organizational goals and objectives
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Is Communication an Important
Leadership Skill?Effective leaders are effective
communicators
Organizations with effectivecommunications systems are morelikely to be successful
An important part of a leadersjob isto give instructions
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When you want to send a message,
what is the first, very important, step
you should take?
Plan the Message
SENDING MESSAGES AND GIVINGINSTRUCTIONS
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Plan Your MessagesPurpose of message (goal)?
To whom (receiver)?
How (media)?
When (timing)?
Where (setting)?Limit distractions (called noise)
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Develop Rapport
State Communication Purpose
Transmit Message
Check Understanding
Get Commitment / Follow Up
Oral Message Sending Process
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Receiving Messages
Message Receiving Process
Listening
Pay attention
Avoid distractions
Stay tuned in
Avoid assumingand interpreting
Watch nonverbals
Ask questions
Take notes
Convey meaning
Analyzing
ThinkEvaluate after
listening
CheckUnderstanding
Paraphrase
Watch nonverbals
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FeedbackThe process of
verifying messagesand determining if
objectives are beingmet.
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2 Common Approaches to Getting
Feedback
(and why they dont work)Send the entire
message andassume it hasbeen conveyedwith mutualunderstanding
Give the entire
messagefollowed byasking Do you
have anyquestions?
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Receivers havecultural barriers
Receivers feel ignorant
Receivers are ignorant
Reluctance to pointout senders ignorance
4
reasonswhy peopledo not ask
questions
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CoachingCoaching is the process of giving motivational
feedback to maintain and improve performance.
Who is a Coach?
A teacher
Someone who shows an individual or team howto improve skills and performance
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ProvideModeling and
Training
Develop
SupportiveWorkingRelationship
MakeFeedback
Timely,Yet Flexible
Give Praiseand
Recognition
GiveCoachingFeedback
Give Specific
Feedback
Focus on
BehaviorNot thePerson
Dont
Criticize
Avoid Blameand
Embarrassment
Have EmployeesAssess Their
OwnPerformance
CoachingGuidelines
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What is Criticism and whydoesnt it work?
Criticism is the process of pointing out mistakes which
places blame and is embarrassing.
What happens when u criticize?
1. The person becomes defensive
2. The person blames it on others
3. They feel embarrassed and feel like losers
4. They start to dislike the job, task and the critic
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Coaching Feedback
vs Criticism
Coaching feedback isbased on a goodsupportive relationship
and on the followerdoing a self-assessmentof performance. It isspecific, descriptive, andmakes people feel like
winners.
Criticismisjudgmentaland makespeople feellike losers.
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THE COACHING MODEL FOR EMPLOYEES WHO
ARE PERFORMING BELOW STANDARD
ATTRIBUTION THEORYis used to explain theprocess managers gothrough to determine the
reasons for effective orineffective performanceand deciding what to toabout it
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1. Describe
CurrentPerformance
2. DescribeDesired
Performance
4. Follow Up
3. Get aCommitment
to the Change
ThePerformance
Formula(Coaching)Also works
with conflictresolution
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What is Mentoring?
A form of coachingUsually between an experienced manager
and a young manager
To develop the protgMay be formal (assigned) or informal
Informal seems to work best
Like most relationships, based on chemistrybetween participants
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What is Conflict?A conflict existswhenever people
are indisagreementand opposition
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Why Should Leaders be Concerned
with Conflict? Inevitable fact of life & leadership
Conflict Resolution is an important skill of leadership
So what is this thing calledconflict?
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Conflict: Good or Evil?Conflict occurs when two opposingparties have interests or goals that appearto be incompatible due to: Strong differences in values, beliefs, or goals Competing for resources and rewards
Leaders acting in a manner inconsistent with
the vision & goals of the organization
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Conflict: Good or Evil?Can be organizational (work related)
or personalPersonal can start as organizational
Personal is most difficult to resolve
Can become institutionalized Live on long after the protagonists have
moved on
Cause of conflict maynot even beremembered
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Conflict: Good or Evil?
Possible Positive Effects: Increased effortSuppressed feelings get aired
Better understanding Impetus for changeBetter decision making
Key issues surfacedCritical thinking stimulated
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Conflict: Good or Evil?
Possible Negative Effects:Reduced productivityDecreased communication
Negative feelingsStressPoorer decision making
Decreased cooperationPolitical backstabbing
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Conflict Management StylesHigh
Low
Concern
forOthers Needs
AccommodatingPassive
You Win, I Lose
CollaboratingAssertive
You Win, I Win
NegotiatingAssertive
You Win Some, I Win Some
AvoidingPassive
You Lose, I Lose
ForcingAggressive
You Lose, I Win
Concernfor
Own Needs
Low High
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Conflict Management StylesSr
No
ConflictManagement
Style
Advantages Disadvantages When to use
1. Avoiding MaintainRelationships
Does not resolve conflictCreation of Intra-individualconflict
Avoiding problems does notmake them go awayLonger you wait forconfrontation; the moredifficult it becomes.
Conflict is trivialYour stake in theissue is not high
Confrontation willdamage an imprelationshipDont have timeEmotions are high
2. Accommodating MaintainRelationships CounterproductivePeople take adv of theaccommodator
When ur afollowerMaintainnence ofrel outweighs allChanges are notimp for u but its
imp for otherTime is limited
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Conflict Management StylesSr
No
ConflictManagement
Style
Advantages Disadvantages When to use
3. Forcing Betterdecisionswhen forcer
has expertiseand is correct
Creates opposition andhostilityForcer tends to have poor
human relations
Unpopular actionmust be takenCommitment by
others is not impMaintain relationsare not crucialConflict resolutionis urgent
4. Negotiating
Conflict isresolvedquicklyRelationshipsaremaintained
Negotiating leads to sub-optimum results
The issues arecomplex andcriticalParties have equalpowerSolution is temp
Time is short
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Conflict Management StylesSr
No
ConflictManagement
Style
Advantages Disadvantages When to use
5. Collaborating Best solutionto the conflict
It requires a lot of skills,expertise and time to come up
with a win-win solution for allparties involved.
You are dealingwith an imp issuePeople are willing
to place group andorg goals above selfinterestMaintaining rel isimp
Time is availablePeers or people ofequal position areinvolved in theconflict